Questionnaire Design of Perceived Value and Customer Loyalty

Zhengzhou Yan Hui Company, where I work, is one of the few consulting companies in China that study customer satisfaction. Here, I would like to share with you the simple structure of my loyalty assessment questionnaire, hoping it will be useful to you.

First, customer retention.

For example, do you think you will continue to be a customer of a company in the new year? Or a hotel. Do you think you will go to the hotel again?

The above two questions are good starting questions, and the last question should be the five-point language scale from positive to negative.

Wallet share

For example, how much does your credit card pay for one card? Or ask "when buying food. How often do you go compared with other supermarkets?

recommend

Have you ever recommended a company or brand to others?

Availability of competitors

For example, considering all the factors, how easy is it for you to choose a similar supplier (if it helps, you can prompt)?

Attraction of competitors

When you go out occasionally, you may go to such and such a place, and you may also consider going somewhere else.

Which other supplier do you consider when you go shopping for food every week?

Loyalty distribution

Loyalty score